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Customer Success Manager
3 months ago
Bachelor's degree in a business-related or technical field ?
years of B2B client-relationship management experience in software/technology, preferably in contact center industry ?
Knowledge of customer success processes and best practices ?
Ability to manage multiple priorities and tasks; proven strong organizational skills in a high-growth environment ?
Ability to be a subject matter expert within the product and lead customer-facing conversations ?
Ability to identify opportunities for growth and expansion and manage a sales cycle ?
Excellent written and verbal communication skills ?
Strong attention to detail, both written and verbal ?
Full fluency in English ?
Responsibilities
This is a role for someone who is both forward-thinking, practical and has a passion for helping customers
Manage a full account portfolio and relationships with customers to drive long-term adoption ?
Serve as the primary point of contact and manage the customer communication by proactively engaging with customers:
conducting status calls, communicating via email and chat, and conducting formal business reviews with cross-functional teams ?
Cultivate a trusted advisor relationship with stakeholders and executive sponsors ?
Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' business needs ?
Maintain overall health of accounts to ensure account success and growth ?
Collaborate with the Sales and Onboarding team to assist in implementation of new customers ?
Collaborate with technical support to assist in triaging customer technical issues or product questions ?
Identify opportunities and drive expansion within current accounts to continue to provide exceptional value to customers ?
Conduct ongoing customer training ?
Support customers and solve problems for specific and individualized use cases ?
Strong understanding of the Playvox platform and similar SaaS solutions within the contact center industry ?
Serve as the voice of the customer to drive improvement across all areas ?
Forecast revenue and meet personal quarterly and annual goals Requirements ?
$100K -- $150K
Account Management, SalesEstimated Salary: $20 to $28 per hour based on qualifications
Qualifications
Bachelor's degree in a business-related or technical field ?
years of B2B client-relationship management experience in software/technology, preferably in contact center industry ?
Knowledge of customer success processes and best practices ?
Ability to manage multiple priorities and tasks; proven strong organizational skills in a high-growth environment ?
Ability to be a subject matter expert within the product and lead customer-facing conversations ?
Ability to identify opportunities for growth and expansion and manage a sales cycle ?
Excellent written and verbal communication skills ?
Strong attention to detail, both written and verbal ?
Full fluency in English ?
Responsibilities
This is a role for someone who is both forward-thinking, practical and has a passion for helping customers
Manage a full account portfolio and relationships with customers to drive long-term adoption ?
Serve as the primary point of contact and manage the customer communication by proactively engaging with customers:
conducting status calls, communicating via email and chat, and conducting formal business reviews with cross-functional teams ?
Cultivate a trusted advisor relationship with stakeholders and executive sponsors ?
Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' business needs ?
Maintain overall health of accounts to ensure account success and growth ?
Collaborate with the Sales and Onboarding team to assist in implementation of new customers ?
Collaborate with technical support to assist in triaging customer technical issues or product questions ?
Identify opportunities and drive expansion within current accounts to continue to provide exceptional value to customers ?
Conduct ongoing customer training ?
Support customers and solve problems for specific and individualized use cases ?
Strong understanding of the Playvox platform and similar SaaS solutions within the contact center industry ?
Serve as the voice of the customer to drive improvement across all areas ?
Forecast revenue and meet personal quarterly and annual goals Requirements ?
Benefits
$100K -- $150K
Account Management, SalesEstimated Salary: $20 to $28 per hour based on qualifications
We believe that a great customer experience starts with people. At Playvox, we are a customer-first organization. The Customer Success Manager is focused on securing healthy long-term adoption and relationships with an assigned portfolio of customers, as well as the ongoing growth and expansion of their accounts. This is a role for someone who is both forward-thinking, practical and has a passion... for helping customers.
Responsibilities:
? Manage a full account portfolio and relationships with customers to drive long-term adoption ? Serve as the primary point of contact and manage the customer communication by proactively engaging with customers:
conducting status calls, communicating via email and chat, and conducting formal business reviews with cross-functional teams ? Cultivate a trusted advisor relationship with stakeholders and executive sponsors ? Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers' business needs ? Maintain overall health of accounts to ensure account success and growth ? Collaborate with the Sales and Onboarding team to assist in implementation of new customers ? Collaborate with technical support to assist in triaging customer technical issues or product questions ? Identify opportunities and drive expansion within current accounts to continue to provide exceptional value to customers ? Conduct ongoing customer training ? Present product demonstrations ? Support customers and solve problems for specific and individualized use cases ? Strong understanding of the Playvox platform and similar SaaS solutions within the contact center industry ? Serve as the voice of the customer to drive improvement across all areas ? Forecast revenue and meet personal quarterly and annual goals Requirements ? Bachelor's degree in a business-related or technical field ? 5
years of B2B client-relationship management experience in software/technology, preferably in contact center industry ? Knowledge of customer success processes and best practices ? Ability to manage multiple priorities and tasks; proven strong organizational skills in a high-growth environment ? Ability to be a subject matter expert within the product and lead customer-facing conversations ? Ability to identify opportunities for growth and expansion and manage a sales cycle ? Excellent written and verbal communication skills ? Strong attention to detail, both written and verbal ? Full fluency in English ? Fluency in Spanish or Portuguese is a plus Playvox embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If there is anything we can do to create a more comfortable interview experience for you, please let us know.
Salary Range:
$100K -- $150K
Minimum Qualification
Account Management, SalesEstimated Salary: $20 to $28 per hour based on qualifications
Company information
Playvox's powerfully simple workforce engagement management (WEM) solutions transform customer care. We deeply understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating tools that help our customers unlock the full potential in every employee and every interaction. Playvox powers the world's fastest-growing brands. Our agent-empowering suite of workforce management, quality assurance, performance, learning, customer AI, and gamification lives seamlessly in the modern support operations ecosystem with tools like Amazon Connect, Salesforce, Slack, ServiceNow, and Zendesk.
Customer Service, Employee Engagement, Workforce Management, Call Center, Quality Management
Company Specialties:
Quality Assurance, Call Center, Coaching, Contact Centers, Call Center Quality Monitoring, Voice of the Customer, Customer Experience Management, Agent Performance Management, and Workforce Management
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